TriState CMG Installations, Incorporated

To Whom It May Concern; This is in response to Complaint ID # [redacted] , filed by the customer on 7/12/ The customer contacted us in reference to her shower leaking She said she is unable to use her shower and has not used in over a month, but did not have the time to contact us sooner She informed us that she was using a different shower and when we get some free time can we come and look at the problem Therefore, we were not aware of the problem until she contacted us in late June to address the issue We scheduled an appointment for June 26, 2014, at which time Chris went to her home to look at the problem He informed her that he would need to order some materials and it may take a couple of weeks to come in, but someone at the office would contact her let her know the status The materials were ordered on July 1, 2014, and were expected to arrive at our shop on July 15, We contacted the customer on July 2, 2014, to inform her that we the materials are due to arrive on or about July 15, We scheduled an appointment for one of our employees to go to her home on July 17, 2014, to complete the repair As of July 17, 2014, the shower has been repaired and no longer leaks The issue with the shower was not due to incompetency and we never admitted to such a thing The problem was due to the body sprayer in the shower continuously hitting the grout and caulk and wore it down We took all of the caulk and grout out of the area that was leaking, cleaned it and re-sealed it An issue with the toilet was NEVER mentioned to us at any time We took care of this matter in a timely manner and did communicate with the customer We take pride in our work and try to do everything we can to accommodate our customers to the best of our ability

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Please note that we requested permits to be obtained by Tri-State for the project back when we signed the invoice on May 14, As a matter of fact, the owner assurred us there would be no problem for Tri-State to obtain permitsOn both of our follstatus calls on July 14th, and July 21st we asked whether Tri-State had obtained the requested permits, both times the answer was no We were patient with Tri-State since we paid 1/downpayment in May, and work didnt get started until almost months laterTri-State notified us the day before they wanted to start work that they did not need permits We again reiterated our request that they obtain permits Tri-State had the engineer from [redacted] Township call us the next day to state we did not need permitsWe explained that if we were to sell our home, we could not substatiate to the new buyer that the work conducted for the remodelling was done to code without having permits and the subsequent inspections by the township to verifyThe engineer agreed to work up permits and stated that it is up to us as the permits protect us as consumers To be honest, we halted the contract effective August 20th, since Tri-State had not been back to our house since August 12th On August 13th we were told that an engineering inspection was necessary before Tri-State proceeded further We contacted Tri-State on August 18th since we hadn't heard from Tri-State or the township engineerDuring the call Tri-State admitted that they did not contact the engineer yetWe called the township engineer and he confirmed that Tri-State had not contacted him about an inspectionOn August 19th, we called to cancel our contractWe were tired of the delays, lack of communication and the excusesIn talking it over with the engineer, he expressed his concerns over Tri-State's conductPlease note that we have been without a bathroom since August 8th, and Tri-State has made no effort to contact us to resolve these issues, even though they received and signed a registed cancellation notice After we had cancelled the contract with Tri-State, I had followed up with the engineer and requested a copy of the submitted materials for the permitThe submitted materials (including the drawings) did not identify the movement of the GFI plug, or the additional installation of a 2nd GFI plug, or closure of existing shower pipes or the movement of piping, and finally did not match the actual work to be conducted within the master bath So it is not a surprise that the engineer did not think we needed a permit When I explained the work, we both felt it was different then what Tri-State presented I would greatly appreciate your help, as we would like to get our downpayment back to pay another contractor to finish the project Regards, [redacted]

This was a nightmare that I just can't wake up from RUN...DONT WALK as fast as you can away from these people Research, Research They tore my bathroom apart, took $5,and left it that way Phone calls, excuses, liesThe song that says "Smilin' in your face....back stabbers", its a perfect descriptionMy money is gone and I have no bathroom I could write a book No wonder it's not Revdex.com accredited

Customer, [redacted], signed a contract with TriState Kitchens and Baths on May 14, 2014.  At that time, we informed the customer that we would not be starting their project until the beginning to mid July 2014, due to other renovations that we were currently working on and needed to...

complete before we started his.  [redacted] was also informed that his cabinets take approximately 4-6 weeks to be made, once they have been entered for fabrication. 
July 14, 2014, [redacted] called to inquire about the status of his project.  He was informed that we were running a little behind, but we would call him next week with a better idea as to when we would be starting his renovation. 
July 21, 2014, [redacted] sent an email to Chris asking about the status of work to be completed at his home.  Kristi called [redacted] and informed him that we will be stating his project within the next two weeks.  She also informed him that Chris had been in the hospital, due to a minor heart attack and this did cause some delays.  Kristi also informed [redacted] that Chris was back to work as of this week.  She informed [redacted] that we will try to start his project sooner than two weeks, but would not be able to give him an exact date until we finished a job that we are currently on.  He informed Kristi that his wife will be upset, but she would have to be okay with it.
July 22, 2014, Kristi called [redacted] to schedule Wednesday, July 23, 2014, for our guys to go out to his home to start working.  [redacted] called his wife, who gave the okay.
July 22, 2014, [redacted] called back to ask if we have received the permits to start their project.  Kristi informed [redacted] that we were going to start the hall bathroom project first, and that renovation did not require a permit.  [redacted] informed Kristi that both he and his wife do not care if a permit is required or not.  He stated that they want TriState Kitchens and Baths to obtain permits for both bathrooms.  He also stated he will not allow us to come to their home to start any work until we have obtained permits from the township.  [redacted] informed Kristi that he would wait to hear from our office with a new start date.
July 23, 2014, Kristi called [redacted] Township to inquire about getting a permit.  She spoke with [redacted], who informed her that we needed to fill out an application and return it to him.  He also stated it could take a week to ten (10) days to receive an approved permit.  Kristi relayed this information to [redacted].
July 23, 2014, Kristi called [redacted] to inform him of the status of the permit.  [redacted] indicated he will wait to hear from TriState Kitchens and Baths with a new date to start the renovation at his home, and hopefully he would hear back from us the week of August 4, 2014.
July 24, 2014, Rina called the township building and spoke with [redacted] in reference to the time frame for obtaining a permit to complete work.  Rina expressed the urgency of this permit, and she was able to have him agree to look at our application right away and push it through.  Kristi and Rina went to the township building with the paperwork and spoke with Mr Hiller.  He informed them that they needed to supply him with more information in order to complete the permit.  He also informed Kristi and Rina that there was a form within the application that needed to be notarized, and once we have all remaining information, to return it to him.
July 29, 2014, Kristi and Rina returned to the township building with all requested information for permit application to be approved.  They spoke with [redacted], who was very annoyed that they were requesting to speak with him.  Rina reminded him that he informed her that he would push the application through for approval.  [redacted] was angry and informed Rina that he cannot push the paperwork through and that there were other applications to be processed ahead of ours.  They were informed that he would look over the application and other paperwork, and get back to us.  He also informed them that he technically has ten (10) days to process an application for permit.  He also informed them that Kristi and Rina do not need to keep calling the office or showing up; he will call them when the permit it ready for pick up.
August 4, 2014, Kristi called [redacted] to inform him that they were still waiting to hear back from the township in reference to the permit being approved and issued.  Kristi informed him that as soon as they get the approval, someone from the office will all him to schedule the new start date.  [redacted] was perfectly okay with that.  He reiterated that he did not want us to start any work until a permit was approved and issued.
August  6, 2014, [redacted] called the office to inform us that the permit has been approved and will be ready for pick on August 7, 2014. 
August 6, 2014, Kristi called [redacted], and informed him we can pick up the permit on August 7, 2014.  She also asked if we could start work on that same date.  [redacted] gave Kristi permission to have the guys come to their home on August 7, 2014, to start the renovation on the hall bathroom.
August 7, 2014, the hall bathroom renovation was started at [redacted] home.
August 8, 2014, our guys returned to work on the hall bathroom at [redacted] home.
August 12, 2014, our guys were back out to [redacted] home to work on the hall bathroom renovation
August 13, 2014, [redacted]e Peeples was informed by one of the crew members that we needed to get an inspection before we can do any more work on the hall bathroom.  An inspection was needed, due to the fact that the customer demanded a permit for renovation, and the permit required an inspection before moving forward.
August 18, 2014, Kristi spoke with [redacted] and informed him that we needed to set the tub, prior to scheduling an inspection.  She informed him that each township is different and his township requires the tub being set before an inspection can be done.  She scheduled August 19, 2014, for our guys to go to [redacted]' home and set the tub, so we could get the inspection scheduled.  Once the tub was set, Kristi was going to call to get the inspection completed.  [redacted] agreed to August 19, 2014, to allow our guys to come out to the home to set the tub.
August 18, 2014, [redacted] called back later in the day, claiming that he feels TriState Kitchens and Baths is taking advantage of him and he is upset that his bathroom is not close to being completed.  Kristi again informed him that the tub needed to be set, so we can get the required inspection scheduled so we can move forward with the renovation.  He agreed to let the guys come out on August 19th to set the tub.  However, he requested some changes to the original signed invoice.  He informed Kristi that he would send the proposed changes.  The telephone conversation ended on a positive note with the agreement that our guys would be out to his home on August 19, 2014, around noon to set the tub and get ready for required inspection (according to building permit).  [redacted] requested we look over his proposed changes so we can both come to an agreement and continue with the work and get both bathroom renovations completed.
August 19, 2014, [redacted] called first thing in the morning to inform us that he no longer wants TriState Kitchens and Baths to complete anymore work and that he was "firing" us.  He informed Kristi that he contacted other contractors to get estimates for work to be completed.  [redacted] did have contractors in the home the same time our crew was completing renovations.  [redacted] informed Kristi that we are no longer permitted in his home to complete any work.  [redacted] also spoke to Rina and informed her that he was "firing TriState Kitchens and Baths and we are not to send our employees back to his home to perform any work.  [redacted] also demanded a full refund, and stated he does not want a store credit.  TriState would like to resolve this issue by providing [redacted] with all the materials that have been paid for to date.

This was a nightmare that I just can't wake up from. RUN...DONT WALK as fast as you can away from these people. Research, Research. They tore my bathroom apart, took $5,000 and left it that way. Phone calls, excuses, lies. The song that says "Smilin' in your face....back stabbers", its a perfect description. My money is gone and I have no bathroom. I could write a book. No wonder it's not Revdex.com accredited.

Regarding [redacted]'s oven cabinet, she is correct in stating that her cabinet cracked in several places.  The cabinet is a special order item and did take a substantial amount of time in getting a new one made,, not to mention getting the company to agree to a warranty replacement due to...

a manufactures defect.  Once we were able to have the cabinet company agree to supplying us with a replacement, we placed the order for a new cabinet to be made.  As soon as we received the new oven cabinet, we went to [redacted]'s home and removed the cracked cabinet and replaced it with the new one. 
The end of February 2014, we received a letter from [redacted] informing us that the replacement cabinet has cracked and she requested we get her a replacement.  We send an employee out to her home to look at the oven cabinet, at which time they took pictures.  We contacted the cabinet company and forwarded pictures of the damages that occurred to the second cabinet.  We have made several attempts to try and get another replacement oven cabinet for [redacted], but have been unsuccessful.   Unfortunately, the cabinet company is not willing to provide us with a replacement cabinet.  [redacted] has informed us that the second cabinet that they supplied for our customer is not under warranty (even though this cabinet replaced the original damaged/defective cabinet).  We are being informed that the warranty goes by the purchase of the original cabinet order and that the replacement does not fall under a warranty.  They further stated that the only way for [redacted] to receive a new oven cabinet is if she were to re-purchase one.
Since the time we installed [redacted]'s original cabinet and replacement cabinet, we no longer are a dealer of Fabuwood.  However, we have been in contact with [redacted], just as recently as Sunday, October 19, 2014, when we saw her at a trade show.  We informed her what issues we are dealing with regarding Fabuwood.  She requested that we call her on Monday, October 20, 2014, to provide her with the telephone number, so she can contact them directly.   We have provided [redacted] with the proper telephone number and will await to hear from her.
We have made every attempt to get [redacted] a new cabinet to replace the defective one, but have had no luck whatsoever.  We are hoping that [redacted] is able to get them to agree to furnish her with a new cabinet.  We are more than willing to remove the damaged oven cabinet and replace it with a new one, providing [redacted] will agree to honor her warranty that should be honored under the circumstances.

To Whom It May Concern;
This is in response to Complaint ID #[redacted], filed by the customer on 7/12/14.  The customer contacted us in reference to her shower leaking.  She said she is unable to use her shower and has not used in over a month, but did not have the time...

to contact us sooner.  She informed us that she was using a different shower and when we get some free time can we come and look at the problem.  Therefore, we were not aware of the problem until she contacted us in late June 2014 to address the issue.  We scheduled an appointment for June 26, 2014, at which time Chris went to her home to look at the problem.  He informed her that he would need to order some materials and it may take a couple of weeks to come in, but someone at the office would contact her let her know the status.  The materials were ordered on July 1, 2014, and were expected to arrive at our shop on July 15, 2014.  We contacted the customer on July 2, 2014, to inform her that we the materials are due to arrive on or about July 15, 2014.  We scheduled an appointment for one of our employees to go to her home on July 17, 2014, to complete the repair.  As of July 17, 2014, the shower has been repaired and no longer leaks.
The issue with the shower was not due to incompetency and we never admitted to such a thing.  The problem was due to the body sprayer in the shower continuously hitting the grout and caulk and wore it down.  We took all of the caulk and grout out of the area that was leaking, cleaned it and re-sealed it.  An issue with the toilet was NEVER mentioned to us at any time.  We took care of this matter in a timely manner and did communicate with the customer.  We take pride in our work and try to do everything we can to accommodate our customers to the best of our ability.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:Please note that we requested permits to be obtained by Tri-State for the project back when we signed the invoice on May 14, 2014. As a matter of fact, the owner assurred us there would be no problem for Tri-State to obtain permits. On both of our follow-up status calls on July 14th, and July 21st we asked whether Tri-State had obtained the requested permits, both times the answer was no.  We were patient with Tri-State since we paid 1/3 downpayment in May, and work didnt get started until almost 3 months later. Tri-State notified us the day before they wanted to start work that they did not need permits.  We again reiterated our request that they obtain permits.  Tri-State had the engineer from [redacted] Township call us the next day to state we did not need permits. We explained that if we were to sell our home, we could not substatiate to the new buyer that the work conducted for the remodelling was done to code without having permits and the subsequent inspections by the township to verify. The engineer agreed to work up permits and stated that it is up to us as the permits protect us as consumers.
To be honest, we halted the contract effective August 20th, since Tri-State had not been back to our house since August 12th.   On August 13th we were told that an engineering inspection was necessary before Tri-State proceeded further.  We contacted Tri-State on August 18th since we hadn't heard from Tri-State or the township engineer. During the call Tri-State admitted that they did not contact the engineer yet. We called the township engineer and he confirmed that Tri-State had not contacted him about an inspection. On August 19th, we called to cancel our contract. We were tired of the delays, lack of communication and the excuses. In talking it over with the engineer, he expressed his concerns over Tri-State's conduct. Please note that we have been without a bathroom since August 8th, and Tri-State has made no effort to contact us to resolve these issues, even though they received and signed a registed cancellation notice.  
After we had cancelled the contract with Tri-State, I had followed up with the engineer and requested a copy of the submitted materials for the permit. The submitted materials (including the drawings) did not identify the movement of the GFI plug, or the additional installation of a 2nd GFI plug, or closure of existing shower pipes or the movement of piping, and finally did not match the actual work to be conducted within the master bath.  So it is not a surprise that the engineer did not think we needed a permit.  When I explained the work, we both felt it was different then what Tri-State presented.
I would greatly appreciate your help, as we would like to get our downpayment back to pay another contractor to finish the project.
Regards,[redacted]